Full Job Description
Respond and resolve Help Desk tickets for the Credit Union staff or work with staff to provide workaround solutions as necessary to provide effective operations of all technical systems. Categorize and Prioritize Help Desk tickets and work with all parties required to obtain necessary information for issue resolution. Ensure all issues are resolved within defined service level requirements or report aged items to management for escalation. Ensure all Access Management controls are defined and followed for employee access to Credit Union technology systems.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Keep department staff, managers and/or Credit Union staff informed of any pertinent information that may have a negative impact on credit union operations.
Operates within the organization’s formal and informal structures, builds allies and relationships across departments, uses allies to build consensus and create results, and understands others’ roles and perspectives.
Use good judgment when adhering to department and end user and/or member confidentiality.
Generate new ideas, challenge the status quo, support change and use creativity to solve problems through a commitment to the use of innovative and modern approaches to work.
Ensure the Technical Services Manager receives an update at least one time a week on “critical items” affecting Technical Services.
Service Desk Response
Answer inbound contact to Help Desk via all channels and record request/problems as a new ticket for appropriate support tracking. Report any aged or critical tickets to a department senior manager via daily check point calls.
Maintain a Help Desk ticketing environment to include categorization and prioritization of all incoming tickets in order to obtain resolution within defined service level requirements.
Respond to at least 90% of all request/problems submitted through the ticketing system within the defined priority response of the Information Systems Service Level Agreement.
As needed, assist end users in learning new applications and processes, troubleshooting and when applicable offer solutions to provide more effective use of technology in order to build customer confidence and increase customer satisfaction.
Shows sensitivity toward social issues and causes that are important to employees and/or customers.
Clearly let staff know true intentions and expectations.
Be responsive and receptive in a respectful and friendly manner in order to provide coworkers with personalized attention.
Strive to always be proactive while remaining flexible and adaptive to the evolving needs of all Credit Union staff.
Service Desk Resolution
Resolution or escalation of all Level 1 assigned tickets.
Apply basic trouble shooting techniques for both hardware and software applications via telephone, IM and email. Some face to face interaction required at times.
Responsible for providing detailed documentation to vendor(s) when vendor support is required.
Resolve and close at least 90% of all request/problems submitted through the ticketing system within the defined priority resolution time of the Information Systems Service Level Agreement. As necessary work with other team members for routing/escalating request/problems as needed for resolution.
Infrastructure – End User: Maintain a scalable and sustainable infrastructure for end users to ensure security, stability, and dependability.
Tier 1 End User Support for software (remote only)
3rd Party Vendor Point of contact/support
Tier 1 End User Support for hardware (remote only)
3rd Party Vendor Point of contact/support
Issue logging and resolution (see Service Desk) / Maintain assigned OLA’s
Staff communication to Credit Union and IS Department
Management of Help Desk Ticketing System Functionality
IT Documentation of End User Technologies
8am – 5pm M-F, 9am – 1pm Sat (Remote Only)
Remote Support after hours as needed under special circumstances
Ensure any security related incident reported to Help Desk is immediately escalated and notification is provided to Department Management.
Ensure Access Management procedures are followed at all times.
Ensure all Employee Profile documents are organized. Audit all new user additions applied by other areas of the Information Systems Department to ensure access matches Employee Profile documents.
Ensure no system changes take place without appropriate documentation. All employees must have a file that containing documentation that reflects the current condition of the employee system access as approved by their respective Vice President.
User appropriate security processes when resetting or unlocking staff access accounts.
Responsible for deleting and removing end user access by completing the Access Removal Checklist. All employee removals shall take place “same day”.
Ensure standards and practices for Incident Response are upheld for end user devices as defined by management.
Comply with policies and procedures and understand changes in requirements; maintain a thorough knowledge of policies and procedures and trends in the credit union. Assist in educating staff whenever possible of information security standards and practices.
Ensure Daily Checklist are applied and reviewed to ensure optimal operation of infrastructure and application support.
Daily review of monitoring tools for anomalies that require attention for resolution.
Ensure continuing health of supported applications
Tier 2 support for CU Hosted applications (Service Desk)
Assist credit union personal with implementations and general use of vendor software as applicable
Provide testing support and consulting to help manage user acceptance testing and release management
Develop and promote Document Management strategies and process to allow reduction of paper and processes.
Ensure 3rd Party solutions meet defined SLA’s
Monitor and report on vendor performance to identify recurring problems or opportunities to fine-tune contracts/SLA.
Marketing web / Intranet development (as requested)
Assist PMO in management and review (including prioritization) of the innovation queue
Implement required tasks for projects as applicable
Assistance in the selection, assessment and management of new technologies and/or relationships with 3rd Parties
Vendor Management – ensure 3rd Party solutions meet defined development
Must be willing to work a minimum of one Saturday per month.
Perform other duties as may be assigned
OTHER JOB QUALIFICATIONS:
Teamwork: works well with teammates locally and at remote offices; shares knowledge and is seen as someone to go to for help; contributes in peer meetings. Help foster a work environment of trust, and openness. Problem solving and decision making: demonstrates a sense of urgency; takes ownership of problems and follows temporary fixes with permanent solution.
Communication: is clear and accurate in verbal and written communication; listens to peers and supported employees; follows directions and provides useful feedback
Professionalism: makes a positive impression in person, via phone, and electronically; models a “can-do” attitude; embraces additional responsibility; refrains from office gossip or conflict; works extra hours as-needed to ensure work is complete; adheres to corporate policy and encourages others to do the same.
Knowledge and experience working with Microsoft Windows technologies.
Strong technical aptitude.
Must be detailed oriented.
Excellent analytical skills.
Proven interpersonal, communication and organizational skills.
Extremely strong verbal communication skills.
EDUCATIONAL AND WORK EXPERIENCE REQUIREMENTS:
Minimum 1-3 years’ experience in technical field required.
Experience in Credit Union or financial industry a plus.
To perform this job successfully, the employee must be able to perform each essential job duty satisfactorily. All employees must be able to communicate face to face or through technology with or without reasonable accommodation. Employee will be in an office environment (well-lighted, heated and air-conditioned) typically stationed at a desk or table. Employee will be asked to sit and stand for various increments of time, and to lift/push up 25 lbs. Clerical office duties on various forms of technology are required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
All positions that have lending responsibilities must comply with all requirements under the SAFE ACT, as well as the union’s policies and procedures related to the SAFE ACT. This includes an obligation on the employee’s part to ensure that NMLA registration pertaining to the SAFE ACT is kept current. The employee must notify the credit union within 30 days of any changes that need to be reflected on the NMLS Registry.
Georgia’s Own Credit Union is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law. Consistent with obligations under federal law, every company that is a federal contractor or subcontractor is committed to taking affirmative action to employ and advance women, minorities, disabled veterans, special disabled veterans, veterans of the Vietnam era, and other eligible veterans.